Complaint #10 LeoVegas Casino

Closed my account although I got permission to play!

By Nelsloca

10 years ago

Message on forum

troubles started with leovegas by having multiple accounts made for like 2 years ago, all those accounts have been closed that time, i mentioned leovegas this week again, and created an account, but directly deactivated it since i mentioned i have an old account where i made a deposit long time ago, i spoke about this fact to someone from support, he spoke to a team who is responsible for accounts, i asked to reopen old account, and explained him the situation that i had more accounts long time ago, and 1 recently, but deactivated directly!, because i had on old account on this emailadress. he understand the situation, and spoke to the special team.

They Gave me permission To play on my old account, and keep that as the only good account! if i knew i couldn't play they would have told me this! and not gave me permission to play, but they did. and after playing a bit i only won 30euro but i was happy with that and requested a withdrawal, then they ask me to provide documents which was no problem everything was sended to them, then troubles started!

dutch support told me i had multiple accounts, yes that was true but all closed years ago! and they blocked my account where i had a withdrawal on, because i was not allowed to play. i'm very frustrated about this fact,because they give me Direct Permission on live chat to play on my old account, this is a very weird situation, and they do not even want to refund my original 10euro deposit which is very small. i'm not happy with this fact, because of the fact i had the permission to play and have fun! and all staff members coming up with different things they send to me, and telling me they have right to take 10% administration fee of 30 euro, kind of weird since i have exactly 30 euro pending. that's not possible, they don't want to refund my deposit. absolutely weird this. so the point is, if you give someone permission to play on an account, all winnings have to be paid, because if i have lost i still could play there. if they didn't gave me access i wouldn't play there. i hope they finally understand this! this is poor service leovegas!

Disputed Casino LeoVegas Casino

Reason Account closure

Amount €10

Discussion

Nelsloca

• 12 reviews

10 years ago

perfect work got my €10 refunded on skrill last thursday! so thos complaint is solved thanks guys and rep from leovegas

LeoVegas Casino

• Representative

11 years ago

Hi Nelsloca,

I can now confirm that your 10 Euro deposit has been returned to your account. We apologise for any inconvenience caused and thank you for your custom.

Thanks.

AskGamblers

• Support Team

11 years ago

We send to the casino necessary information.

Nelsloca

• 12 reviews

11 years ago

copy:

Christian

Hello Niels. How may I help you?

Niels

hi christian

Niels

i remember i had an account long long time ago with you

Niels

can u check if its still available?:P

Niels

should be on my email

Niels

< email removed >

Christian

I will check for you now.

Niels

oke perfect

Christian

Could you give me your date of bith and your phone number please?

Niels

10-01-1995

Niels

i have new number

Niels

so dont know which numbr was registered

Niels

but do not sen anything too that number which is there, since someone else owns it now, and they don't want to receive that

Niels

if u understand ;)

Niels

someone bought it :)

Niels

i have long time other number already

Christian

ok, i will check it for you now.

Niels

okecool:d

Christian

There is an account on that email that matches your details.

Could you please state your adress that you could have had on it?

Christian

Nope you remember making a account in Netherlands?

Could you please state your surname and first name please.

Niels

niels .....

Christian

the account is temparary closed, I will send a request if it can be opened to our pay department, you should get a mail with answer from them about it.

Niels

on < email removed >

Niels

right?

Niels

why whas it closed? dont remember anymore

Christian

I need to check with our payment department about it, they will send a mail to you about this.

Niels

oke any idea when? today tomorrow/

Christian

As fast as possible.

They usealy handle sutch cases pretty fast

Niels

oke great i keep a wait then

Niels

thanks christian

Niels

hope be able to play again at Leovegas

Christian

anytime, it is sent for you.

Niels

since you are a huge website

Niels

with perfect games;)

Christian

So should be an answer pretty fast.

Niels

thanks friend, i hope to get the answer;)

Niels

oke good to hear friend!

Niels

hope for the best!:D

Christian

Yes ofcourse, many games to choose from.

Niels

thanks man:D

Niels

fast payouts also he;)

Christian

We hope you are happy playing and haveing fun with it.

Niels

if its open my account for sure i go play again hehe;)

Christian

We do our best to support.

Niels

perfect stuff here!:D

Niels

i understand

Christian

Thanks for good feedbacks

Niels

good to hear

Niels

appreciations;)

Christian

It is appreciated.

Niels

no worries

Niels rated this chat as good.

Christian

Thanks :)

Niels left the following comment: Perfect Support!

Niels

i wait for eamil friend:)

Niels

ciaociao:D

Christian

Have a pleasent evening now

Niels

thanksman

Niels

Christian

Yes ofcourse we send it as soon I have an answer from our paydepartment.

It is opened now

Niels left the chat.

add a tag…

Chat started: Wed, 5/27/2015 12:11 am

Christian

Hello Niels. How may I help you?

Niels

hey man!

Niels

i think my account is open right

Niels

i made other account 2 hours or go or something cause i forgot i had one already, , but i directly deactivated it

Niels

so its all good now right;)

Christian

I will check, it is only allowed to have one account with us. I will check it for you now.

Niels

yes but the other one is deactivate

Niels

and deleted i guess

Niels

since this was my good one:d

Christian

You can use the one with email adress < removed >

Niels

yes that'sthise one;)

Niels

perfect;)

Christian

If you dont remember you password please use the forgotten password link on our site.

Niels

on tis account there has ever been a deposit made right

Niels

im already logged in now hehe

Christian

You should get a new password to your emal then.

Niels

already di haha

Niels

im alreaddy logged in heeh

Christian

that is good.

So everything working good. Is there anything else I can help you with?

Niels

yes is there some spins or bonus u have for comeback hehe:D

Christian

Ill check for you now.

Niels

to try bit u know:d

Niels

great

Niels

just some small gift would be perfect

Christian

You should have all of the deposit bonuses available on your account.

The first is 200% upto 50 Aud

Niels

that'sgood but i mean more like some spins for free or so;)

Niels

wouldbe kind:D

Niels

comeback gift hehe

Christian

And you should also receive 180 freespins devided on 9 days. you should have them 24 hours after first deposit. ther will be given 20 every day. on starburs, vegasparty or mega fortune dreams.

20 is given on sign up

Niels

did it got 20?

Niels

on sign up/

Niels

Christian

Yes was already used 20 on the signup

So that is correct

Niels

oh oke hehe

Niels

what min deposit to receive 180 spins;)

Christian

Minimum deposit is 10

Niels

wauwu for 18

Niels

0 spins

Niels

180 spins for 10 deposit

Niels

sexy deal hehe

Christian

10 euro

Niels

Ja!:)

Christian

Is minimum deposit.

Niels

i understand you christian

Christian

That is good.

Cool

Niels

i know:)

Niels

can you tell me

Christian

Perfect

Niels

Average time to receive ANY withdrawal on skrill?

Niels

12hours?

Niels

faster slower

Christian

Yeah usealy 1 -5 workingdays if withdrawal is to Visa or Bank

Inpay bank could be 2 days

Niels

E-WALLETS?

Niels

how long

Niels

neteller/skrill

Christian

skrill Neteller straight away, just need to be approved first

Niels

ah so can be anytime

Niels

oke good to har,

Niels

i will make deposit tomorrow for sure;)

Niels

thanku christian

Niels

enjoy ur nirhgt;)

Niels

night;)

Niels rated this chat as good.

Christian

Yeah fastest methods for withdrawals, remember that Neteller deposits need to go to Neteller and Skrill deposits need to go to Skrill

Niels left the chat.

this is the copy of that chat, i only took my personal details out, as it's not smart to post it.

LeoVegas Casino Complaint Stats

Resolved 148 / 162

Avg. Amount $5,908

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

LeoVegas Casino Complaints

See all complaints for this casino

Leovegas wont pay 100000e that i won

Hi,

I deposited over €2,000 and played regularly at [Casino Name, e.g. LeoVegas] without any problems. While I was losing, there were no KYC checks or delays. But right after I won close to €100,000, my account was suddenly locked and they started asking for verification documents.

It’s now been over 3 weeks, and I’m still waiting. I’ve sent everything they asked for, and they keep dragging the process out. No real reason has been given, and the support just keeps repeating the same lines.

It’s very suspicious that KYC was never mentioned before, but as soon as I win big, everything is frozen. This doesn’t feel fair or professional – it looks like they’re trying to avoid paying.

I’m requesting AskGamblers to help resolve this and push the casino to either finish the KYC process or explain clearly why my account was closed. I just want the money I rightfully won.

Thanks in advance

Unresolved

€100,000

LeoVegas casino wire missing 180000 CAD

After playing LeoVegas I won some money.

They locked my account for a temporary 3 months, I can come back on 26 April, and I got an email from the responsible gaming department, that I have to withdraw my funds,

Due to the larger amount, they suggested a wire transfer. The wire transfer was approved and sent on 23 January 2025, the amount:$180000 CAD and I got the confirmation email that day.

We are now February 15 and still haven’t received my money, They are blaming the processor for missing money or delay. They won’t give me the name of the processor or a time frame when this issue will be resolved.

I have withdrawn from them in the past and never had this issue.

Resolved

$180,000

Has locked my account due to security reason

Hey guys,

So a little side information before we get into it all I'm located in Ontario Canada and therefore a regulated market by igaming and it is 100% legal here. I've been wagering for over 2 decades on sports and casino games so I'm very familiar with multiple books and how terms and conditions go and what is industry standard when it comes to customer service

So let's dive into it

I signed up for LeoVegas back in OCT 2023. I strictly play online slots with this provider. Nothing else. I used their new user promo which I believe was - depo $250 get 100% match x5 roll over or something.

Rolled it over and won a bit of money. Continued to play and use all the promotions they were offering me and over the months I grew the account to almost $11000. I would continue to deposit and withdrawal(to unlock promotions) and roll them over. At some point in March 2024 I pulled out $3400 and brought the account down to $7500. I continued to play as normal until about 3-4 weeks ago when I noticed withdrawals were taking way longer than usual. Typically it would be within a few hours then it was a few days and then it got to a point where I had to use the live chat and ask for my withdrawal to be processed. Deposits were still instant.

So last week I go on live chat and request my withdrawal to be processed and the agent says that in order to do this I need to verify my documents. I then say I have already done this when I first signed up and that I wouldn't have been able to ask chat the last few times to process my withdrawals(as well as the 100+ other withdrawals I made since first signing up). They say "no you need to verify your documents". So I go look and sure enough my documents are gone. I re-upload everything and get the confirmation I am fully verified(have screen shot). The agent processes my withdrawal no problem. Monday May 13th rolls around and I go to sign into my account only to find I've been locked out. So I hop on the live chat and ask if I need to reset my password or if there were too many failed attempts which is typically how account's get locked. The agent states this is not the issue. So I ask what is the problem? They reply that they can't provide this information and that I will receive an email from their "relevant department". I ask when I should I expect this email? The agent states it's a que based system and it will get handled in order.

It's been 5 days and they won't tell me anything while holding my $7000 hostage (this money is not attached to any sort of roll over requirements which is confirmed by live support)

Things they can't tell me about my account

Why it was locked? What department is handling my account? How long will this process take?

Things they can tell me about my account

My funds are still there

AskGamblers please help!

Resolved

$7,000

Bank transfer never happened

Completely verified. Submitted cash out via bank transfer which their timeframes was 10 minutes to 5 days.

It’s been 5 days and nothing has been transferred. This seems to be a common theme for them.

Repeated emails go unanswered. It does not take long in this age to do a simple bank transfer! I should have researched. Shame on me.

Resolved

$4,000

Verification problem with the casino

I played on LeoVegas and won some money I wanted to withdraw. Once I withdrawed €1500 I recieved an email that I should verify my account and I proceeded to do so. Unfortunately when I came to my Identity verification it asked me to upload a photo of my passport or drivers licence - I do not own any of that, I have only my Identity card. I contacted support to check if they are approving that and was told that they do so and they sent me new links to upload it. When I pressed on link it didn't give me that option still. I contacted support again and they told me to send an email and I did - to this day I still haven't recieved any feedback. So I decided to contact support again when they told me they do not accept ID card only passport and/or drivers licence once I told them their colleague told me differently they said that they actually do accept it and that I should upload it in drivers license part and that they will accept that. When I uploaded my ID card in drivers license section they just rejected it and said it's wrong document. I really only want to verify my account and withdraw money and they are making it impossible. I am very frustrated and stressed with this situation and don't know who else to contact regarding this issue. I had similar problem with my proof of address - I uploaded 2 different documents dated less than 3 months from today and they just kept rejecting it. They just keep changing stories and it became very frustrating and stressful for me to deal with.

Resolved

€1,500

Will not verify my account

I have been able to deposit smoothly my whole time using this casino, no issues or setbacks with that side of the site at all, they like that part, soon as I withdraw as I hit some profit from my initial deposit I was hit with a verification phase that has been going on for quite some time, even though on email my account has been verified.

They then locked my account and support has told me to be patient.

Patience has ran out now and I am absolutely fuming with the lack of communication from the casino regarding my account the time it will take.

I have attached documents for you to see that all requested documents have been accepted and verified.

Rejected

Account as been locked

My current balance is £5440.20 if I can remember correctly. 2 days later I went to log in to be told my account was locked due to security reasons. I contacted them again and was told that someone would email me and that again they didn’t have a time frame.

I have seen other players have this issue and I refuse to wait weeks or months to gain access again to my account. I’m sorry but issues like this should take no longer than 24 hours to resolve. It has now been coming upto a month and I am still getting the same automated response!! All I’m being told is that my account is under review and it is locked due to security reasons. I have been told that the relevant department will email me but this hasn’t happened. I have been waiting ages keep getting told the same everyday!!

I sent 3 months worth of bank statements and 3 months payslips I can’t get as I don’t work on have emailed loads stating that Still waiting for a response and for my account restrictions to be lifted

All I keep getting told is to wait 3 to 5 days every 3 days And still with no reply or email it’s starting to be a JOKE

With all the bad reviews I’ve read I just want my money back in my account then I’m out!!!!

Resolved

£5,440

Stalling withdrawal at LeoVegas

Hello!

I have been trying to withdraw my winnings (240,10€) from LeoVegas casino, and have to say that it has been a nightmare!!! I have spent hours with live chat ... no use. They just return funds to my gaming account and say the provider(trustly) has issues (strange bcs deposits go through).

November 25th I got an e-mail stating that my withdrawal has been approved and in my bank account in 2-5 business days...guess what...no luck. So I contact live chat again and not 2-5 business days anymore, but 10-15 which I don't buy anymore. They are doing things this way then!

Resolved

€240

Deliberately imposing impossible verification procedures and refusing perfectly valid document

Dear Ask Gamblers,

I am being driven round in circles by Leo Vegas, who are intentionally stalling verification in order to hold onto my funds.

My ID has been approved.

I was originally asked to upload my Proof of Address document on September 22nd. I uploaded this as requested, and was told that it was verified.

Sept 23 - Was told Proof of Address was actually not verified, and I needed to upload a Proof of Address. No explanation was given.

Sept 23 - Was told Proof of address accepted, then later told it wasn't. No explanation given

Sept 24-28 - The same cycle repeats, with Leo Vegas emailing me to say Proof of Address accepted, then reverts to not accepted.

When I confronted them about this on live chat the first time, they said I need to upload an alternate document. I asked what the reason for this is, since Bank Statement is clearly one of the documents they accept, and was told to simply upload a Utility Bill or Tax document.

I'm a student. I live in a student address and don't have either of these. I've explained this 3 times on live chat, to Nick, who is most unhelpful.

I'm continually being asked to upload another document, when I've explained I don't have one. I deposited money, knowing that a bank statement would be accepted, and for no reason, they're refusing to accept it.

From viewing other complaints on Leo Vegas, it's clear this is an ongoing practice that Leo Vegas impose in order to hold onto funds.

The amount of my withdrawal is $6,399.50. Leo Vegas obviously feel this is worth trying to hold onto, by pulling these fake excuses.

I've attached proof of Leo Vegas telling me my account is verified. I've also attached my Proof of Address here. Its a Canada TD bank statement. One of the biggest banks in the country. I'm not sure what their problem is.

Mack

Resolved

$6,400

Account has been Locked

I tried to place a bet on an online casino game and was told my bet exceeded the limit. I contact Leo Vegas the casino I’m playing with for them to say my account is under review and I would not be able to play or withdraw my money. They said someone would be in touch via email and that they didn’t have a time frame. My current balance is £1846.00 if I can remember correctly. 2 days later I went to log in to be told my account was locked due to security reasons. I contacted them again and was told that someone would email me and that again they didn’t have a time frame. I have seen other players have this issue and I refuse to wait weeks or months to gain access again to my account. I’m sorry but issues like this should take no longer than 24 hours to resolve. It has now been a few weeks and I am still getting the same automated response!! Please help. My account has already been fully verified in the past.

Resolved

£1,846